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BatteryCameraproblemUrgent

Camera Battery not charging...7089

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Lbelland private msg quote post Address this user
My Matterport camera doesn't seem to be taking a charge. It continually displays "Warming up..." even when it's off. Matterport has been of little help.

Is there a method to do a hard reset to shake it up?

It was working fine... then this.
Post 1 IP   flag post
WGAN Forum Founder DanSmigrod private msg quote post Address this user
@Lbelland

Is it possible that it is charging, but not showing that on the camera, but does show in the Capture app?

Dsn
Post 2 IP   flag post
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Lbelland private msg quote post Address this user
Negative.

I had it on the charger for 3 hours. Went to do a test scan and the Capture program said to "charge the camera."
Post 3 IP   flag post
WGAN Forum Founder DanSmigrod private msg quote post Address this user
@Lbelland

Unless other WGAN Forum Members have a solution, sounds like you are a candidate for a battery replacement.

As a long time Matterport Pro, ideally they send you a refurbished camera and charge you for replacing a battery.

Please let us know how mMatterport handles this.

Dan
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Lbelland private msg quote post Address this user
Anyone know how much it costs and how long it takes to get a battery replaced?
Post 5 IP   flag post
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rzphotoman private msg quote post Address this user
I questioned Matterport once about how long repairs take and was told they would send out a loaner immediately while mine was in for repair if they had any available, which they said they usually do. I've never had to test that yet so I can't confirm it.

I have heard from other forum members that it can take 4-6 weeks and they never got a loaner. I know that's mot much help but thats what I was told by Matterport.

Please share your experience when you have the problem resolved.
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Lbelland private msg quote post Address this user
Here's what I received from Matterport. The key for me was to call "sales" (which they pick up immediately) and ask for the support number then press "1" for immediate assistance for onsite issues.

Otherwise, going through the email system and waiting for one response per day would/was taking forever. The repair cost they quoted would be between $300-$500. They'll charge the CC I have on file.

Hello Lawrence,

[redacted] here with Fulfillment and I can assist with shipping a replacement camera out to you. I have a camera shipping today on FedEx tracking number ############## to the address you provided. As you are out of warranty, you will be responsible for the return shipping of your camera (SN:[redacted]) coming back to us for repairs. You may use any carrier and insurance is recommended. The address to return the camera is as follows:

Matterport
Attn: RMA-2628
352 E. Java Drive
Sunnyvale, CA 94089

Please let me know if you have any questions.

Thanks,
[redacted]


I'm supposed to receive the camera Friday.

Hope this helps.
Post 7 IP   flag post
WGAN Forum Founder DanSmigrod private msg quote post Address this user
@Lbelland

Thank you for sharing.

Seems like Matterport handled it exactly right (except for the work around that you had to do to talk to Support to get this handled.)

Would you have preferred a different outcome aside from the $300-$500 charge?

Best,

Dan
Post 8 IP   flag post
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Lbelland private msg quote post Address this user
Received my replacement camera as within 28 hours and returned mine in the same packaging.
Post 9 IP   flag post
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rzphotoman private msg quote post Address this user
Thanks for sharing your experience.
Post 10 IP   flag post
WGAN Forum Founder DanSmigrod private msg quote post Address this user
Quote:
Originally Posted by @Lbelland
Received my replacement camera as within 28 hours and returned mine in the same packaging.


Thank's great! Thanks for sharing.

Best,

Dan
Post 11 IP   flag post
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Lbelland private msg quote post Address this user
Received from Matterport this morning.

Hello again Lawrence,

I just wanted to send you a final update on the repairs made to your camera. It appears the issue was an internal one and Matterport will cover all costs. I will go ahead and close this ticket now but if you have any questions you can still respond to it.

Have a great day!


Couldn't ask for a better outcome!
Post 12 IP   flag post
WGAN Forum Founder DanSmigrod private msg quote post Address this user
@Lbelland

Thanks for sharing. That’s great news ...

Dan
Post 13 IP   flag post
CKC private msg quote post Address this user
Looks like I am having a similar issue to Lawrence's....
Post 14 IP   flag post
51026 14 14
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